GB1726 - Customer Service Officer-CPD - Job Details

GB1726 - Customer Service Officer-CPD

Business Unit:Consumer Banking

Division:Card Products

Department:Customer Service

Contract Type:Full Time

Area/Branches:Al-Saleh Building

Closing Date:26-Aug-2016

About Gulf Bank

Gulf Bank was established in 1960 and has since progressed to becoming an
industry-leading financial services provider complemented by a large network of 55
branches strategically positioned in key locations across Kuwait.

The main groups of the Bank are Consumer Banking, Corporate Banking, International
Banking and Treasury.

Job Purpose: To handle standard clerical duties with efficiency within the Customer Service Unit by receiving incoming credit/debit card queries and complaints from customers, branches and other departments and ensuring prompt resolution of all queries and customer complaints. The role also includes monitoring and follow – up with customers on suspected fraudulent transactions.

Accountabilities:

Customer Relations:

Receive various queries related to credit/debit cards and communicate with the appropriate teams ensuring prompt resolution of all queries and complaints

Document and register all customer queries/ requests and update service request log with feedback on the progress, resolution or conclusion in order to maintain cardholder information on the card processing system as per GB policy

Follow-up with concerned Teams on pending customer requests and internal service requests with a scheduled turnaround time per request and keep customers informed on the progress of their service request

Coordination:

Assist customers in case of a lost or stolen card situation and take appropriate action to secure customer’s account

Communicate with customers in case of any un-usual and doubtful activity from the daily-transgressed rules transaction reports to escalate appropriate measure in resolving the issue

Handle all customers, merchant and internal staff in a professional manner.

Reports:

Provide daily reports to the supervisor.

Corporate Governance:
​Follow all relevant operational procedures and instructions so that work is carried out in a controlled and consistent manner
​Conform to risk policies and procedures to minimize the error ratios and customer frauds.